Complaint Specialist

Metropolitan Thames Valley; Halfway House; Hybrid; GBP 31,000 - 32,000; Full time

Job summary

Metropolitan Thames Valley (MTVH) is seeking a Specialist Complaint Handler to join our Customer Services team in Beeston. You will resolve complex complaints, including CEO enquiries, and respond to MPs, Councillors and Ombudsman requests with clear, fair resolutions.

You will work collaboratively to improve the customer journey through root cause analysis, developing improvements, and building relationships with senior executives and external stakeholders.

Qualifications

• Strong knowledge and experience in resolving customer disputes
• Ensures that appropriate actions and remedies are taken internally to resolve escalated customers problems and concerns
• Confident at communicating with senior leaders and members of parliament where appropriate
• Exceptional Organisation
• Excellent communication and written skills
• Report writing skills to ensure regular updates into senior executives on the progress of complaints, orders and improvements

Responsibilities

• As a Specialist Complaint Handler here at MTVH, you will be responsible for resolving complex complaints, CEO complaints and responding to MP, Councillor and Ombudsman enquiries.
• You may also support the wider Customer Care Team to deliver satisfactory resolutions.
• You will work as a team to ensure MTVH is helping resolve customer disputes that are deemed fair and clear in resolution.
• You will be responsible for developing customer satisfaction through root cause analysis as well as help defining continuous improvements for the customer journey.
• You will build relationships with senior executives at MTVH, The Housing Ombudsman, MP’s, Councillors and the MTVH Policy Team.

Skills

Customer dispute resolution

Remedy actions

Senior leader communication

Organisational skills

Communication skills

Report writing

Job description

Location: Beeston, NG9 1LA

Salary Banding: £30,629 - £32,241 based on 37.5hr week

Contract Type: 12 Months Fixed Term

Hybrid working to be discussed at interview stage

As a Specialist Complaint Handler here at MTVH, you will be responsible for resolving complex complaints, CEO complaints and responding to MP, Councillor and Ombudsman enquiries. You may also support the wider Customer Care Team to deliver satisfactory resolutions.

£30,629 - £32,241 p/a

Temporary - Full Time

Closing date - 2 November 2026

The role

Complaint Specialist

Location: Beeston, NG9 1LA

Salary Banding: £30,629 - £32,241 based on 37.5hr week

Contract Type: 12 Months Fixed Term

Hybrid working to be discussed at interview stage

As a Specialist Complaint Handler here at MTVH, you will be responsible for resolving complex complaints, CEO complaints and responding to MP, Councillor and Ombudsman enquiries. You may also support the wider Customer Care Team to deliver satisfactory resolutions.

You will work as a team to ensure MTVH is helping resolve customer disputes that are deemed fair and clear in resolution.

You will be responsible for developing customer satisfaction through root cause analysis as well as help defining continuous improvements for the customer journey. You will build relationships with senior executives at MTVH, The Housing Ombudsman, MP’s, Councillors and the MTVH Policy Team.

What You'll Need To Succeed

• Strong knowledge and experience in resolving customer disputes
• Ensures that appropriate actions and remedies are taken internally to resolve escalated customers problems and concerns
• Confident at communicating with senior leaders and members of parliament where appropriate
• Exceptional Organisation
• Excellent communication and written skills
• Report writing skills to ensure regular updates into senior executives on the progress of complaints, orders and improvements

Download documents

Complaint Specialist.docx

Occupational Requirements For Complaint Specialist.odt

Department:Customer Services

Last updated:October 19, 2026

Job ref:NTX1244478